VP, GBSC Operations Excellence and Value Delivery (LFI)

AI in this role

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.

Title and Summary

OVERVIEW
Mastercard’s Global Business Solutions Center (GBSC) is a strategic enterprise partner focused on delivering business outcomes, transformation, and value creation across Mastercard. Today, with over 1,300 dedicated colleagues worldwide, the GBSC supports more than 200 services across 90 countries spanning all business units. Our commitment to excellence, innovation, and collaboration drives us to continuously elevate standards and exceed expectations in every endeavor. By leveraging a comprehensive suite of services and solutions, our talented team of operations, automation, analytics, and systems supports enterprise stakeholders in optimizing their business to drive value and enhance performance.
We are seeking a Vice President, GBSC Operations Excellence and Value Delivery for the Legal, Franchise and Integrity (LFI) team under the GBSC . This leader will be responsible for driving the vertical's operational performance, governance, transformation execution, continuous improvement, and strategic delivery agenda.
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RESPONSIBILITIES
Strategy, Transformation & Value Creation
• Lead execution of the LFI multi-year transformation strategy by translating strategic priorities into actionable roadmaps, milestones, and measurable outcomes.
• Oversee a portfolio of initiatives focused on process optimization, service expansion, productivity improvement, and scalability.
• Track and manage benefits realization, ensuring transformation programs deliver targeted business outcomes and operational improvements.
• Partner with technology teams to implement digital, automation, analytics, and AI-enabled solutions that improve efficiency, scalability, and service quality.
• Coordinate cross-functional efforts supporting new service integrations, operating model evolution, and business growth initiatives.
• Lead continuous improvement programs and establish a culture of innovation, accountability, and operational excellence.
Operations Excellence & Governance
• Own the LFI operational governance framework, including risk management, controls, process governance, compliance, and performance oversight.
• Establish governance structures that enable effective prioritization, decision-making, and execution across the vertical.
• Drive process ownership, standardization, documentation, and change management practices to improve consistency and operational discipline.
• Define service management standards and governance routines to ensure high-quality delivery and stakeholder satisfaction.
• Partner across GBSC operations teams to establish global standards, monitor adoption, and drive continuous improvement.
Performance, Capacity & Business Insights
• Lead capacity and workforce planning processes, providing visibility into demand, utilization, productivity, and resource allocation.
• Own the LFI performance management framework, including KPI development, scorecards, reporting, and performance review routines.
• Establish data governance and business insight capabilities that create a reliable source of operational performance information.
• Deliver actionable operational insights and recommendations to support prioritization, resource allocation, and decision-making.
• Monitor operational performance trends, identify risks and opportunities, and drive corrective actions where needed.
• Develop and maintain executive-level reporting that measures service performance, operational health, transformation progress, and value realization.
Vendor & Third-Party Management
• Establish and oversee vendor governance frameworks, including performance management, service-level agreements, scorecards, and governance routines.
• Lead vendor and BPO performance reviews to ensure alignment with service expectations, business objectives, and operational targets.
• Partner with Procurement, Finance, and operational leaders on contract governance and strategic supplier management.
• Ensure third-party relationships contribute effectively to business continuity, performance improvement, and operational scalability.
Leadership & Stakeholder Management
• Build and lead a high-performing team responsible for business excellence, operational governance, transformation delivery, and performance management activities.
• Serve as a trusted advisor to senior leaders by providing data-driven insights, recommendations, and strategic decision support.
• Build strong partnerships across GBSC, LFI leadership, Technology, Procurement, and enterprise stakeholders to drive alignment and execution.
• Influence and coordinate across complex global environments without direct authority while maintaining focus on enterprise outcomes.
• Foster a culture of accountability, collaboration, innovation, and continuous improvement.
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SKILLS
• Proven ability to translate strategy into execution and deliver measurable business outcomes.
• Strong operational and analytical acumen with experience translating performance, capacity, and service delivery insights into business outcomes.
• Expertise in performance management frameworks, KPI development, scorecards, and operational reporting.
• Experience leading large-scale transformation, process optimization, and organizational change initiatives.
• Deep understanding of governance, risk management, controls, and operational excellence practices.
• Strong vendor management and third-party governance experience.
• Ability to lead cross-functional programs involving technology, automation, digital transformation, analytics, and AI capabilities.
• Exceptional stakeholder management, communication, and executive presentation skills.
• Strong problem-solving and decision-making capabilities with a demonstrated ability to navigate ambiguity and competing priorities.
• Collaborative leadership style focused on team development, empowerment, and accountability.
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QUALIFICATIONS & EXPERIENCE
• 15+ years of leadership experience in operations, transformation, consulting, business management, shared services, or related fields.
• Proven track record leading operational excellence, transformation delivery, performance management, governance, or business management functions at enterprise scale.
• Experience in Global Business Services (GBS), Shared Services, Finance Operations, Legal Operations, or similar environments strongly preferred.
• Demonstrated success managing complex cross-functional programs and delivering measurable business value.
• Experience with service management, operational governance, vendor management, and organizational change initiatives.
• Experience implementing automation, digital transformation, analytics, and AI-enabled solutions preferred.
• Bachelor's degree required; Business, Operations, Engineering, or related field preferred. Advanced degree is a plus.

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

Abide by Mastercard’s security policies and practices;
Ensure the confidentiality and integrity of the information being accessed;
Report any suspected information security violation or breach, and
Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.

How we rate this

VP, GBSC Operations Excellence and Value Delivery (LFI) at Mastercard rates 25 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.